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Customer Service Manager

Mission, KS
March 23, 2018

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Antoinette Fisher

**** ***** ***

Mission, Kansas 66202


Objective: Energetic, quick-learning and motivated individual looking to build work experience and further develope managerial skills as a Front Office Manager.

Qualifications: 6 years in the hospitality industry, 3 of those years being in a Manager position. Proficient computer skills, including Microsoft office Suite (Word, PowerPoint, Outlook, and Excel). Solid customer-service skills. Excellent leadership, team building, and management skills. Excellent verbal and written communication skills. In depth understanding of the hospitality industry. Excellent mentor and leader.

Responsibilities and Experience: Holiday Inn Express, December 2017 - Present: As the front office manager I have to be the face of the company and ensure guests receive a heartwarming welcome. I also have to coordinate all front desk activities, including calls, reservations and guests service. Helping to ensure the front desk stayed tidy and has all the necessary stationery and material (e.g. pens, forms and informative leaflets). I also train, supervise and support front desk staff. Other responsibilities include schedule shifts, to help keep labor cost low. Ensuring all guest get accurate customer service. Handling any and all guests complaints and specific guest request. Prepare and monitor office budget. I keep updated records of office expenses and costs. I do the weekly expense reports. I ensure that the company’s policies and security requirements are met. I assisted the General Manager with selection of the front desk team. I motivate and support the front team so that they can deliver amazing customer service to our guests.

Responsibilities and Experience:Holiday Inn Express, August 2017 - December 2017, Housekeeping Assistant Manager : As the Housekeeping Assistant Manager I was responsible for managing and directing the day to day operations of all Housekeeping and laundry functions. I had to participate in and enforce quality assurance for the Housekeeping department and cost control measures. I had to assign the housekeepers their duties, and inspect work for conformance to prescribe standard of cleanliness. Supervise and control the re-supplying of lienen closets, amenties, chemicals and linens. Collect room attendant keys and reports at the end of each shift. I was the overall administration of all employees assigned to the Housekeeping department.

Responsibilities and Experience: Hyatt Place Lenexa City Center, July 2016 - March 2017 Housekeeping Inspector: As an inspector my duties included creating the housekeeping boards, assigning boards and keys to housekeepers. Making sure that the housekeeper stayed on track and assisted them with anything they needed to successfully complete the rooms on the time. I made sure that all rooms were cleaned maintained and ready for our guest to check in. Ending my day including logging back in keys, checking to assure that all carts and caddies were stocked and ready for the next day.

Responsibilities and Experience: Hyatt Place Lenexa City Center, March 2016 - July 2016 Front Desk Agent: As a front desk agent, I had to create an experience for our hotel guests by offering them a larger than home experience with welcoming, helpful and exceptional service, while maintaining a clean, comfortable and inviting environment. I was the first contact for guest staying in our hotel. I had to register & process guest and their assigned room. Accommodate guest requests. Communicatimg with other staff on the status of guest rooms. Up selling guest rooms and promoting hotel services. Handle cash and credit payments as well as credit card authorization forms. I also prepared food and beverages from our gallery menu, gallery bar and Starbucks.

Responsibilities and Experience: AON Call Center/ Customer Service Representative: As a call center/ customer service representative for AON, I have been assisting the Flood victims with filing their flood insurance claims The majority of my day is spent speaking to customers over the phone coupled withthe processing of undererwriting of flood insurance policies in a very fast-paced environment. With Hurricane Harvey recently happening and still happening in certain areas I've been averaging anywhere from 100 to 300 phone calls from individuals and insurance agents on a daily basis. I do a broad range of things from inquiries, payment processing, making changes to existing insurance policies, assisting with quotes for

new policies, filing new claims, and obtaining information on existing claims, just to name a few.

Responsibilities and Experience: Orleans Hotel Albany, Georgia, March 2014 - December 2015 Front Office Supervisor: My daily duties included leading the Front Desk operation ensuring and maintaining a consistently high stand of customer service. I also checked guest in and out at the front desk while maintaining the smooth flow of front desk services according to the standards. I participated in the training of all front desk agents. I had to ensure all duties are were completed in a timely manner (i.e. VIP list, arrivals, and blocking rooms). I had to communicate daily with the General Manager about the regime at the desk.

Responsibilities and Experience: Orleans Hotel, Albany, Georgia May 2012 - March 2014 Hourly Housekeeping Attendant: My main responsibilities included making sure all areas of the hotel were clean, neat and tidy. Job duties include vacuuming, dusting, laundry, mopping, and changing linen. I also was responsible for replacing soiled linen, and towels. I had to restock soap, tissue, magazines, and etc. Make sure that I removed all the trash, vacuumed every carpet, mopped any uncarpeted floors, cleared drawers of past guest items, and keep the bathroom sanitary. Before leaving, I had to make absolutely sure that I double checked the room and made sure that is was spotless and ready to for the next guest. Aside from doing laundry and cleaning guest rooms, I had to replace and clean any and all broken fixtures such as light bulbs, washing windows, and etc. I also had to take special initiative to ensure guest safety and satisfaction. Cause there is nothing better than a happy, satisfied, return guest.

Responsibilities and Experience: Orleans Hotel, Albany, Georgia February 2010– May 2012 Hourly Breakfast Attendant: I had to be present during all hours that the Breakfast was being served. I was always on time to and ready to set up the Breakfast area. I had to review the production forecasting form, where the night auditor would state how many guests are in the hotel to determine the amount of food that must be made available. I had to be completely ready to prepare, replenish, layout, cleanup and restock breakfast items. My main responsibilities included greeting every guest in a warm and sincere manner. I was always smiling, make eye contact, offering friendly comments at every opportunity and making the guest feel welcome and appreciated. I engaged the guests in brief, friendly conversations by asking how their stay has been, where they are from, or their reason for being in town. I was always prepared to answer questions about the hotel, area, local attractions, entertainment, restaurants, shopping, sporting events, etc. I made a real effort to be thoughtful and considerate. I would check the weather forecasts so that I could warn guests of inclement weather are even if they asked what the weather was looking like today. I always had on TV shows that I knew guests prefer, or if a repeat guest likes a particular breakfast pastry or muffin, I would set one aside to make sure he/she got one. But most importantly I always invited guest back.


East Saint Louie Senior High - June 2005

Key Strength, Skills, and Abilities: Strong team builder and leader in a customer service environment. I have excellent ability to communicate effectively with both guest and employees. I can manage my own time and the time of others. I can monitor/assess performance of myself, and other individuals to make improvements and take corrective action. I can analyze information and evaluate results to choose the best solution and solve problems. I’m good at handling complaints, settling disputes, and resolving grievances and conflicts. I can provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-constructive and cooperative working relationships with others, and maintain them over time. I have knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. I also have proper knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. I also have a great knowledge of teaching others how to do something correctly and accurately.


Derris T Johnson Former Co-Worker 314-***-****

Danielle Cotton Friend 618-***-****

Mr. Frank Swanskin Former Supervisor 305-***-****

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